IT Specialist

FEV Tutor is seeking a highly skilled and innovative IT Specialist to drive Service Desk, Automation, and Strategic Systems Delivery functions within our global IT Operations organization. In this role, you will report to the IT Manager and be responsible for driving the development and implementation of IT service desk execution, leading automation initiatives, and overseeing the strategic delivery of IT enablement, systems, and services on a worldwide scale. This position is critical in ensuring the efficiency, scalability, and excellence of our operational IT standards.

KEY RESPONSIBILITIES

• Excellent verbal and written communication skills
• Excellent organizational skills with the ability to multi-task
• Ability to troubleshoot a wide range of technical implementations.
• Install, configure, upgrade, and monitor web served related software
• Manage, maintain, troubleshoot, and support our clients’ network infrastructure.
• Troubleshoot and utilize advanced Active Directory tools.
• Advanced utilization of service-specific tools and technologies to deliver onsite and remote user support services.
• Serve in the on-call rotations assigned.
• Analyze and make optimization recommendations at the packet level.
• Install, upgrade, and migrate Windows workstations and servers.
• Develop and modify login scripts.
• Troubleshoot server related issues; Work in rotational shifts and weekly offs to cater to business needs.
• Work on cloud and platform-level applications and maintain data integrity
• Must be strong with LDAP, Azure, Oracle applications, SSO Concepts
• Infrastructure, platform admin experience (3-5 years+)
• Handle level 3 technical issues and have an in-depth understanding of managing escalated tickets
• Work under pressure to handle highly complex issues
• Work from office and full time
• Participate in the strategic planning and drive execution of IT services, ensuring alignment with organizational goals and objectives.
• Collaborate with various stakeholders, including business leaders, to understand their IT requirements and align IT services accordingly.
• Source and maintain relationships with external vendors, ensuring they meet service-level agreements, security requirements/constraints, and provide high-quality services.
• Ensure compliance with relevant internal policies and external regulations.

DOMAIN SKILLS REQUIRED

• Monitoring the tier 3 support queue and evaluating the incidents logged
• Providing feedback on incidents that are missing information or that have been misassigned
• Managing the tier 3 support inbox and collaboration workspaces.
• Managing the appropriate databases, applications, servers, or network ecosystems.
• Maintaining the support environment for building and maintaining test environments and development spaces.
• Offering proactive support through event management and other monitoring activities
• Adhere to SLAs and deliver high-level customer service experience
• Write service templates and contribute to the knowledge base
• Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry
• Ability to positively mentor, coach, and lead by example
• Ability to de-escalate tense customer situations, while proactively providing first class service
• Advanced understanding of operating systems, business applications, printing systems, and network systems.
• Advanced Knowledge of LAN/WAN configurations and topologies,
• Self-motivated with the ability to work in a fast moving, sometimes high stress environment
• Experience working with cloud technologies like Salesforce, AWS, Oracle, data base platforms
• Experience in maintaining platform-level and IT architecture
• Experience in Patch Management

QUALIFICATIONS

• Minimum 4-5 years leading Global IT Support and Delivery organizations.
• Experience in IT Transformation, specifically manual to automated for large Organizations with a heavy remote workforce.
• Experience scaling in Turnaround and Growth Stage Business with plans to grow 6 –8x by 2028; nominal growth in headcount but scaling sustainable systems.
• Bachelor's degree in IT, Computer Science, or a related field; a master's degree is a plus.
• Proven experience in IT leadership roles with a focus on service desk, automation, and strategic delivery.
• Strong knowledge of IT Service Management (ITSM) frameworks and best practices.
• Familiarity with Business Process design and development.
• Experience in Patch Management.
• Experience in Installing, configuring, and deploying Active Directory and WSUS servers.
• Experience with ISO 27001 and SOC 2 Type 2 compliance management and maintenance/audit.
• Experience with IT automation tools and technologies.
• Excellent project management skills and the ability to lead cross-functional teams.
• Strong interpersonal and communication skills for collaborating with stakeholders. Knowledge of IT governance, risk management, and compliance.

Diversity, Equity & Inclusion

At Focus Edumatics, we believe a focus on diversity, equity, and inclusion (“DE&I”) is integral to hiring exceptional people and creating an enduring business. To inspire growth, we aspire to create an organization where every person is celebrated, valued, and empowered to achieve their full potential. These beliefs and actions are true to Focus Edumatics’ People First philosophy, which is rooted in how we invest, hire, and show up day in and day out. We will continuously look for ways to improve and evolve in our ever-changing world, and we are driven to ensure Focus Edumatics is one of the premier places to work for all by creating diverse teams, strengthening our culture of inclusion, and giving everyone an equitable opportunity to succeed. We evaluate qualified applicants without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, labor and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.

About FEV Tutor

FEV Tutor is a mission-driven, technology-enabled education services organization that provides high-quality, research-based online learning solutions to disadvantaged and at-risk students in the United States. Since 201 0, FEV Tutor and its wholly-owned subsidiary, Focus Edumatics Pvt. Ltd., have partnered with schools and districts to provide high-quality, structured, 1:1 online tutoring solutions delivered by an extensive 24/7 network of highly trained tutors. For its K—12 customers, FEV provides high-touch customer assistance, tailored program design, data analytics, and ongoing formative assessments. FEV Tutor was acquired by Alpine Partners in 2022 with the goal of increasing access to quality education for millions of American students and becoming the educator, partner, and employer of choice in the education services industry.

About Alpine Investors

Founded in 2001, Alpine Investors is a people-driven private equity firm focused on building enduring companies by working with, learning from, and developing exceptional people. Alpine specializes in investments in the software and services industries, and since its founding, Alpine has made over 300 investments, with 157 closed deals in 2022 alone, and has hired hundreds of executives for its portfolio companies. Alpine has raised eight flagship funds since 2001 and currently has $1 1 billion in assets under management as of 12/31/22. Alpine, a Certified B Corporation, is headquartered in San Francisco with offices in New York and Salt Lake City.